Service Desk Analyst - Day Rate Contractor 6 Months

Service Desk Analyst - Day Rate Contractor 6 Months

Job Introduction
The IT Infrastructure Telecommunications and Operations department is responsible for providing support to our Branch offices located throughout the UK, as well as our London and Manchester functional offices. The 1st Line Service Desk team are responsible for logging and prioritising all IT support requests received, ideally providing a first time fix or workaround but if required routing/escalating incidents to the correct IT support groups.

The ideal candidate would have a very high level of customer service experience and ideally past experience working in a Service Desk/IT Support environment. Good interpersonal and communication skills both in written and spoken English will be required as well as good attention to detail.

The successful candidate will be based in the Handelsbanken London office. Shift work will be required and this will be split across three different shifts, covering between the hours of 8am to 6pm. The applicant must be willing to work overtime to perform tasks which cannot be carried out during normal business hours. The role will report directly into the IT Service Desk Manager.

Main Responsibilities

• Providing excellent customer service to the business – prioritise the answering of telephone calls, logging all tickets, regularly updating users and tickets with current status, chasing resolving teams and 3rd parties for ticket progress.
• Logging and prioritizing jobs from multiple contact channels – telephone calls/support portal/IT ServiceDesk mailbox.
• 1st Line technical support – use existing and gained technical knowledge, follow documented processes and procedures to resolve technical issues.
• Follow basic ITIL principles of Incident Management/Request Fulfilments/Problem Management.
• Perform user password resets across multiple systems and applications.
• Active Directory permissions – create and grant access to folders/applications.
• Managing End User hardware life cycling.
• Support for mobile technologies including iPhone and iPad.
• Undertaking colleague IMACs (Installs, Moves, Adds, Changes).
• Administrative support for user peripheral purchases made via internal systems.
• Assist in the organisations Joiner, Mover & Leaver activities.
• Shift Cover – Providing support from 08.00-18.00.
• Operates in line with the Bank's Risk Management framework (including sub-frameworks) and relevant risk and compliance policies and procedures, ensuring appropriate and timely escalation of any concerns to their line manager.

Ideal Candidate

• Previous Service Desk/Customer Service experience.
• Knowledge of PC/Laptop hardware support.
• Knowledge of Windows 10 and Windows 11 Support.
• Knowledge of iPhone/tablet, InTune/Airwatch support.
• Knowledge of Microsoft M365 suite of applications.
• Basic Knowledge of Lotus Notes, Active Directory, HP Service Manager, WAN/LAN infrastructure.
• Working within SLA’s.
• ITIL and Service Desk Institute Qualifications.

Company Information
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the needs of the individual customer and not on the sale of specific products.

We are embarking on an exciting Business Transformation journey. This transformation will significantly enhance our technology systems, processes and services, bringing evolution to our ways of working. Join us in this transformative journey, where your dedication, adaptability and commitment will play a crucial role in shaping the future of banking for our valued customers.

The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.

Check our Handelsbanken website for further information.

At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise. We take a long term perspective in everything we do and want each employee who joins us to build a long term successful career with the Bank.

What is in it for you?

• We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
• Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance.
• A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds).

Application next steps
Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.

How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process – just let us know by email uk_talent@careers.handelsbanken.co.uk.

This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.

Seniority level

• Entry level

Employment type

• Contract

Job function

• Information Technology
• Banking